Ideal Software Team powers your  agents with Five9   to create more effective customer interactions. Connect with, manage, and understand your customers across the customer journey. Five9 can help you manage your omnichannel customer interactions including voice, SMS, chat, email, social, video, and more.

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A powerful agent desktop and prebuilt CRM integrations make it simple to train agents and put information at your agents’ fingertips so they can deliver a more human experience.

 

We provide & build everything you need to run an effective inbound, outbound, or blended omnichannel contact center, including interactive voice response (IVR), intelligent virtual assistant (IVA), analytics, real-time and historical dashboards, and reporting, WFO, workflow automation, and more.
 

Deliver exceptional customer service by using the omnichannel routing capability of Five9 Inbound Cloud Call Center software by connecting a customer to the best agent every time.

 

With Five9 Engagement Workflow route contacts to the right agents and automatically deliver customer information to them before they engage, to provide personalized service. Customers serve themselves through speech-enabled IVR and visual IVR on mobile devices, freeing agents to focus their attention on high-value interactions.

 

Five9 “screen pops” give agents the information they need to personalize the customer’s experience, potentially turning routine service calls into revenue-generating opportunities.

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• Omnichannel Routing

• Route customers to the best agents to handle them according to your own business rules.

• Intelligent IVR

• Let your customers serve themselves over the phone with speech-enabled IVR or on a mobile device with visual IVR.

• Screen Pop

• Automatically display customer information to agents so they can help customers more effectively and deliver personalized experiences.

Five9 offers the outbound capabilities your business needs to stay in touch with customers and communicate with prospects. From TCPA compliant systems to predictive dialers, Five9 will help you choose and implement the right capabilities for your business.

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Five9 outbound works seamlessly with our inbound Digital Engagement channels. The blended capabilities allow agents to move between inbound and outbound calling based on inbound traffic flow with no disruption. The result is a more efficient, proactive workforce – and a better customer experience.

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Predictive Dialer
The Five9 Predictive Dialer automates outbound dialing and increases the amount of time your agents spend talking to real prospects and customers, instead of dialing numbers.

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Power Dialer
If you have a small number of sales executives and a large number of prospects you need to contact quickly, the Five9 Power Dialer is perfect for your business.

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Progressive Dialer
Contact centers that prefer to avoid dropped outbound calls typically use progressive dialing, which automatically dials one customer per available agent.

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Preview Dialing
Preview Dialing is typically used in contact centers where agents need to familiarize themselves with the context of the customer relationship or the last contact just before dialing.

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TCPA Manual Touch Mode
TCPA Manual Touch Mode enhances preview dialing by removing automatic dialing without agent involvement.

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Certified Caller (STIR/SHAKEN)
Certified Caller digitally validates the handoff of phone calls passing through the complex web of networks, allowing the phone company of the consumer receiving the call to verify that a call is in fact from the number displayed on Caller ID.

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Emergency Call Services (E911)
E911 supports direct dialing of 911 in support of Kari's Law and the Ray Baum’s Act, validating the location of the caller and passing the required information to ensure the call is routed to a public safety answering point (PSAP).

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Campaign and List Management
Five9 Campaign and List Management capabilities offer robust features that track your sales process and produce greater efficiencies.

The Five9 Blended Contact Center allows agents to move easily between both inbound queues and outbound calling lists.

 

Unlike most vendors, Five9 has developed both inbound and outbound platforms in-house. As a result, the Five9 Blended Contact Center eliminates the technology gap between inbound ACD functionality, outbound dialers, and CTI and CRM integrations.

 

What this means for your agents is they do not have to log in and out of dedicated inbound and outbound call queues. With Five9, everything is unified, inbound and outbound calls are blended and delivered straight to the agent’s desktop.

The Five9 Blended Contact Center with Active Blending automatically assigns inbound calls to agents who are working on outbound campaigns when inbound traffic volume peaks. During times when inbound traffic is low agents can use that time to work on automated outbound calls.

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Your agents are your most valuable resource. With the Five9 Blended Contact Center, you can fully engage them with your customers. The result is customer service and inside sales organizations that respond proactively to customers, improving customer satisfaction scores while also improving the productivity of the organization as a whole.

Five9 takes a unique approach to deliver the right WFO solution for your organization. We offer Five9 WFO natively and also partner with other leading vendors in the industry, such as Verint, to ensure you get a solution that truly fits your business needs. Five9 manages each WFO solution for you from installation and configuration to maintenance and upgrades to the latest features so you can focus on your business.

 
Improve Agent Performance to Increase Efficiency and Customer Satisfaction

Workforce Management
Optimise staffing with accurate multi-skill, multi-channel forecasts and schedules, real-time adherence, intraday management, and more.

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Interaction Analytics
Analyze 100% of your captured interactions to detect trends, automate the quality process, and identify where good and bad customer service occurs.

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Performance Management
Maximize everyone’s contribution to success by sharing operational metrics, key performance indicators, and service level agreement statistics.

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CRM Integration
Seamlessly embed Five9 WFO functionality with pre-built integrations for Salesforce, Zendesk, Oracle, and ServiceNow.

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Quality Management
Maximize agent performance with multi-channel evaluations, real-time agent desktop monitoring and assistance, and automated scoring and evaluation selection.

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Interaction Recording
Full-time recording of your customer interactions along with agent screens and keep them safe in encrypted storage.

Personalize Every PmniChannel Connection

Five9 intelligently routes customers across all channels to agents located anywhere in the world, including their home, according to your business rules and customer data. The solution can scale to match the complexity of your operation while attending to the needs of your customers. Use AI, chatbots, workflow automation, WFM, and other solutions to increase customer satisfaction while reducing agent effort.

 
Understand Customer Intent And Route Interactions Anywhere In The World

Five9 Intelligent Virtual Agent
Let your customers serve themselves and gather customer intent over the phone with speech-enabled IVA or on a mobile device with visual IVR.

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Omnichannel
Provide your service and sales organizations with the ability to engage customers across all channels ( voice, email, SMS, webchat, video, social messaging apps) from a single desktop.

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Remote Control
Use a wide selection of tools to monitor queues and remote agents using customizable dashboards, listen/whisper, screen capture, and audio recordings.